WHAT YOU’LL DO

• Complaint handling and management, acting as an escalation point for customer complaints
• Taking ownership of complex investigations
• Cancellation management and reporting
• Maintaining a database of feedback and complaint logs
• Interrogating data to develop and support service quality initiatives.
• Supporting continuous improvement through the identification of issues and implementing proactive measures to resolve recurring problems.
• Reviewing existing departmental processes and procedures to ensure excellent customer service is delivered.
• Developing quality plans and retention strategies to ensure the customer churn rate is in line with company targets and processes are optimised to drive such results
• Identifying new opportunities to reduce churn from recommendations through to implementation
• Keeping up to date with relevant legislation to ensure processes and procedures are aligned with regulation and company direction
• Handling and resolution of contractual queries/disputes
• Reviewing terms and conditions and other relevant documentation
• Assisting with commercial debt recovery and legal process
• Undertaking legal or relevant research to support departmental improvement and growth

EXPLORE THE ROLE FURTHER

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Closing Date: Friday 18th July, 2025
We reserve the right to close this vacancy early if we receive a high volume of suitable applications. We encourage interested candidates to apply as soon as possible